Reliable, trackable shipping across Canada.
Rootsy connects Canadian buyers with Canadian small businesses. Sellers prepare and package each order, while shipping services and tracking are provided through Rootsy's eShipper integration.
Rootsy is a Canada-only marketplace. Orders can only be shipped to valid Canadian delivery addresses. International and cross-border shipping are not available.
Rootsy does not warehouse or physically ship products. Instead:
The seller receives, prepares, and securely packages the order
The seller enters accurate package dimensions and weight
Shipping services and available courier options are provided through eShipper
A shipping label is generated through Rootsy's shipping system
The seller drops off the package or arranges courier pickup
Courier tracking updates appear in the buyer's Rootsy account after the package is scanned
The buyer pays the full shipping cost shown at checkout. Shipping charges are calculated using factors such as:
The seller's shipping location
The buyer's delivery address
Package dimensions and weight
The selected shipping service
Available courier rates
Applicable taxes are calculated after shipping charges are added to the order.
Original shipping charges are generally non-refundable for buyer-choice returns. Shipping may be refunded in an approved seller-fault or courier-related case, depending on Rootsy's review and final decision.
Each order will display an estimated delivery range based on the seller's preparation time, courier service, delivery location, and available shipping options.
Example:
Estimated delivery: August 5 to August 9
Delivery dates are estimates and may change because of seller dispatch time, courier pickup, weather, holidays, buyer location, and third-party logistics delays.
Rootsy does not guarantee a specific delivery date.
After the courier receives and scans the package, the buyer may receive:
A tracking number
The courier name
Tracking updates provided by the courier
An estimated delivery window or delivery update
Tracking may not appear immediately after the shipping label is created. Updates normally begin after the courier receives and scans the package.
Tracking information can also be viewed from the buyer's Rootsy account or Track Your Order page.
The seller reviews the order and begins preparing the product.
The seller securely packages the item and confirms the package dimensions and weight.
A shipping label is created through Rootsy's eShipper integration.
The seller drops off the package or arranges courier pickup.
Tracking updates begin after the courier scans the package.
The order is delivered to the Canadian address provided by the buyer.
Sellers are responsible for:
Packaging products securely and appropriately for transportation
Using accurate package dimensions and weight
Using the correct shipping label
Dispatching the order within the stated preparation time
Providing the package to the courier in good condition
If a product is damaged because of inadequate packaging or incorrect shipment information, the seller may be responsible for the resulting cost.
Some sellers may offer local pickup or local delivery. When available, the option and any applicable instructions or charges will appear on the product page or during checkout.
Buyers and sellers must keep all arrangements and communication within Rootsy's platform. Rootsy may have limited ability to investigate untracked or off-platform exchanges.
Shipping costs in Canada can vary significantly based on distance, package size, weight, delivery speed, and destination.
Rootsy uses eShipper to provide available courier services and shipping rates at checkout. The final shipping charge is shown before the buyer completes the purchase.
If an order is lost, delivered to the wrong address, significantly delayed, or arrives damaged, the buyer should report the issue through their Rootsy account.
Rootsy may request:
A photo of the damaged product
A photo of the shipping box
A photo of the packaging material
A photo of the shipping label
Tracking information
A short written explanation
Rootsy will review the information and coordinate an eShipper or courier claim where applicable. Responsibility may be assigned to the courier, seller, or another party based on the evidence.
If a carrier claim is denied because the product was inadequately packaged, the seller may be responsible.
Buyers are responsible for providing a complete and accurate delivery address before submitting an order.
If an order is delayed, returned, or requires reshipping because the address provided by the buyer was incorrect or incomplete, the buyer may be responsible for additional shipping charges.
Address changes are not guaranteed after an order has been submitted or shipped.
Rootsy ships only within Canada. Orders must be delivered to a valid Canadian address. International and cross-border shipping are not supported.
Rootsy works to provide a shipping process that is transparent, traceable, and practical for Canadian buyers and small businesses.
Contact us at:
contact@rootsy.ca
Include your order number and a brief description of the issue.
